My Resume

Joseph A. Santiago

**** ***** *****, *******, **, 06811 – (H) 203-***-**** (C) 914-***-**** – ***.********@*******.***

Profile

Motivated, results oriented technical support professional who excels in planning, organizing and staffing with 16 years of experience. Successful in controlling costs, resources and personnel on large and small scale projects. Exhibits a distinctive combination of technical and leadership insight that has received high praise from current and former clients and colleagues. Established all controls of information technology infrastructure. Experienced in management as well as day-to-day support. Effectively communicates to technical and non-technical personnel at all levels.

Career History

TEK Systems @ UnitedHealth Group, Hartford, Connecticut

IT Quality Consultant, January 2009 to Present

• Implement enterprise rollout and testing for Windows XP Service Pack 3 and Internet Explorer 7

• Testing 1900 applications to verify that they continue to function with new upgrades

• Maintain an testing pool of 40 virtual desktops use to perform all testing

• Used Altiris to installed all applications and service packs

• Monitor/update Microsoft Share Point repository with daily status of applications

• Work with business customers and application owners to ensure their application stability

Melissa & Doug (Toy Manufacturer), Wilton, Connecticut

Help Desk Coordinator/Electronic Data Interchange Analyst, March 2007 to June 2008

• Migrated all current Melissa & Doug EDI partners’ to the Boomi Platform and work with all new

partners to get them setup and tested in our EDI environment

• Worked with different partners to be certified within their EDI requirements

• In charge of the backups for all Melissa & Doug Servers’ at the Wilton and Monroe, CT location

• Mapped 810 (Invoice), 850 (PO), 856 (ASN), 857 (Invoice & ASN) and 997 (ACK) from/to Century (M&D

proprietary system) to standard mapping

• Transferred all EDI mapping from development to QA to production environments

• Setup AS2 connections for sending and receiving all EDI transactions

• Setup and Installed all Macs and Mac Time Machines

• Provided dedicated onsite support for all clients in the Wilton and Monroe, CT and remote support

to the clients in Stockton, CA

• Controlled distribution, imaging and setup of all new desktop equipment

• Maintained/Created all users/computer accounts in Active Directory for all locations

• Performed all ordering of supplies and maintenance on all network printers and fax machines

• Resolved all issues with desktops, printers, faxes and IP phones

EMC @ Pfizer World Headquarters, New York, New York

Executive Support/Team Lead, December 1997 to January 2007

• Supervised a team of 3 technicians dedicated to providing 24 hour technical support to a customer

base of over 450 users in 6 departments at Pfizer World Headquarters

• In charge of $5M budget for all hardware/software procurement for Pfizer HQ Sales departments

• Implemented cost saving measures that resulting in $1M annual savings

• Served as primary contact for all Pfizer US Sales Senior/Executive Vice Presidents and respective

administrative staff for all professional and personal (including home systems) technical support

• Interviewed, trained and mentored new employees; conducted performance appraisals and 1:1 reviews

• Monitored Ticket workload to ensure appropriate SLAs are met while identifying any trends

• Acted as technical lead for all 1000 desktops and laptop undergoing Windows XP migration

• Migrated entire client base to Active Directory while being part of the only team to complete XP

Migration on-time and under budget

• Coordinated, managed and maintained all licensing and license related information for software

installed on desktop computers at the client sites using SMS

• Partnered with vendors to coordinate, manage and maintain all hardware/ software maintenance and

support contracts

• Provided advanced technical direction and assistance with superb service standards in all areas of

desktop computing and communications to the service desk staff and the end-user community

• Supported mobile computing platforms such as Tablet Laptops, Blackberry (Subject Matter Expert for

Pfizer) and Palm Pilots

• Supported network TCP/IP connectivity, application functionality and network printing issues

• Maintained network and workstation accounts in Active Directory

• Entered service calls and assets into Peregrine Service Center (ticket tracking software), ran

monthly metrics reports on the various tickets issues and notified the appropriate group

• Performed quarterly hardware audits

• In conjunction with technology managers, developed new hardware and software standards

• Maintained the knowledge base website for common issues

Pace University, Pleasantville, New York

Micro-computing Support Professional, June 1992 to December 1997

• Supervised a team of four technicians dedicated to providing technical support for computers and

peripherals

• Administered the distribution and setup of all new equipment including servers

• Installed and maintained six Computer Labs throughout the Universities three Westchester campuses

• Primary Systems Administrator for LANs and WANs University-wide

• Implemented the Pace University Distance Learning Program using the Robotel system

• Managed the Westchester operation of the IBM Service Center

Technical Knowledge

Platforms: Windows XP/Vista, Windows 2000/2003 Server and Workstation, Novell, DOS, MAC OS

Hardware: IBM, Dell and HP/Compaq computers and laptops, Mac laptops and desktops, Scanners, Modems, CD-R/W, DVD-R/W, Ethernet Networks, TCP/IP, LANs, WANs, Wireless Routers and Wireless LAN cards, Printers, HUBs, Broadband connections, Avaya IP Phones

Software: Microsoft Office XP/2003/2007, Microsoft Office Communicator, Microsoft Exchange Server, Microsoft NetMeeting, Altiris Deployment Console, Microsoft SharePoint, HP Quality Center, VM Lab Manager, SQL Queries, VPN clients, Remedy and Peregrine Service Centers, Norton Ghost, Arcserve Backup, DameWare Remote control, Symantec System Center

Education

Bachelor of Science, Pace University, White Plains, NY ‘92

Certifications

Microsoft Certified Desktop Support Technician

Microsoft Certified Systems Engineer

Certified IBM Service Technician

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